* Maintains accountability for day-to-day management processes such as coaching and development, performance management, employee relations, adherence to pay practices, and training of claims representatives. Responsible for interviewing/hiring new representatives. * Takes personal responsibility for building professional and organizational capability in others. * Implements Claims initiatives via appropriate change management channels and processes, and is responsible for organizational initiatives that improve the overall work environment. Manages recognition budget and activities. * Reviews claims handling to ensure standards are being met and claims are on track for timely and accurate resolution. Determines need for additional resources when complexity escalates. * Effectively communicates updates/changes to team. * Identifies performance issues or trends and directs the remediation of team member performance deficiencies. * Reviews and authorizes claims settlements, coverage, and liability as required. * Responds to elevated inquiries and complaints; resolves and/or further elevates issues as they arise. * Participates in site level or enterprise-wide projects and initiatives; may lead a team that is spearheading enterprise-wide initiatives.

Responsible for oversight of a team of claims representatives, including coaching, development and evaluation of their performance and the results they achieve. Acts as a technical resource for the team and ensures compliance with claims handling regulatory requirements across all states. Maintains accountability for team performance. Decisions are guided by policies, procedures and oversight from managers

- Interprets policies and analyzes information gathered to determine courses of action by: - Judging coverage and liability, and set accurate reserves; - Estimating the cost of repair or replacement of damaged property, and judging whether a vehicle should be declared a total loss. In the case of injured persons, estimating the cost of treatment or compensation. - Identifying questionable aspects of a claim and referring to a special investigator, independent medical examination or accident scene investigator. Effects the settlement of the claim by: - Initially determining the most effective and efficient sequence of activities to make timely contact with all relevant parties and ensure that conditions are set for a timely and accurate assessment of damages, including the movement of vehicles to the appropriate location for inspection; - Proactively communicating, and setting and fulfilling expectations with customers; - Positioning repair process options in relation to customer's needs and managing the repair process; - Negotiating prices with repair service providers prior to the conduct of repairs; - Negotiates and settles total losses; - Pursuing early settlement opportunities with injured persons; - Negotiates with attorneys; - Issuing payments and reviewing requests for supplemental repair orders; - Obtaining titles and disposing of salvage; - Setting up the subrogation of claims, where appropriate